ServiceTitan Software

This should be a free app

Cons

All bad. Will ruin your business after you drain countless hours and money into it and lose half your customers because they hate it and work through all their stupid changes and updates and then talk to people they want you to tell me how to fix their product like going to McDonald’s without a menu and then they ask you what do you want

Pros

There is no learning curve for Service Titan, it's easy to use from the beginning, being able to maintain a sizable database.

Cons

There were some bugs and inconvenience early on , but fix were quick and the overall experience is very good.

Some of the issues we faced during our deployment and Go Live;
Inability to deal with standard Quickbooks naming convention (Lastname, Firstname)
A fix for this issue that generated a large number of duplicate records in QuickBooks.
The final fix required all customer records in Quickbooks and ServiceTitan to be changed, manually.
All customer locations being mislabel
During import into Quickbooks customer name and location information fields merged rendering Google Maps unusable.
Pricebook, item, and invoices would not allow for mutli-decimal pricing, rendering item prices incorrect, and all A&R reports inaccurate
Constant changes to the UI, even during business hours.
Integrated billing software turned on but never configured.
Charged for submitting wrong type a check for processing. Check types only specified in test environment until next release.
Too many undocumented features that need to be turned on by success manager.

Pros

World class technical support, one of the best I have ever worked with, they obviously know the product, and when they need to follow up, they have some of the best time to answer rates I have seen.
Joshua Jenswold keep up the great work.

Cons

Expensive
Inability to import data accurately
Generates more work than it alleviates.
Product features are numerous, but shortcomings in execution show a lack of maturity from a development and management standpoint.

Advice to Others

Speaking generically here.
Make a list of what you want the software to do. Then make a list of how it should do it.
For example “Must connect to 3rd party system” would be followed by “Must not alter existing data” “Must not require changes to 3rd party system to work”
Establish criteria for success for each piece of the software. Do not move forward until those are met
If a company wants to charge you a large setup fee, ask them to break it up over several months so that you can be sure that your needs are being met.
See my article on my experiences with Field Service Management at https://tinyurl.com/y9gqpgjo

Pros

We never made it past the setup phase with Service Titan. There are many people happy with the functionality of the product. My concern is more to do with pricing and customer service.

Cons

The reporting functionality needs improvement. It would be great if Service Titan had a custom report generator so you could pull the information you are looking for on the fly.

Pros

-Easy to learn
-CSM team is amazing
-Makes a different in business almost overnight
-Shows everything happening in the business

Cons

I really like this product. MY only con is that sometimes support takes a while to respond on the chat, but I am sure they are busy and they always respond. If I get busy, they send me an email.

Stay away if you are a person who values customer service and being treated with respect. After all you pay their wages.

Pros

Lots of features. Some Useless, some not. I can see how the features would work for other companies but for us we ended up turning off a good amount of them as they added a lot of unnecessary steps. They do have good invoicing and job scheduling.

Cons

The reason I even decided to write this review (I never write reviews) is because we had subscribed to the Service Titan software and had a pretty good time using it. It seemed to really help us. We got on board with them about a year after they started up. So they were able to work out some bugs in their software and make it at least sustainable. However, they started to do update after update after update. With these updates we got thrown into their "beta testing" without even getting our consent first. We were doing something one way and then they would introduce a new "feature" and it would completely derail our entire process and we would have to start from square one. This happened repeatedly. My second issue with this company is that the designate each company that subscribes to their service what they call a "Success Manager". Which is cool and all but when the success manager knows less about their own software then you do, that's a problem to me. On top of that, the Success Managers we were assigned were rude. The first one was so rude that I requested another because I thought that every time I would talk to this person I would lose my freaking temper and say things that shouldn't be said. So now we get a second Success Manager, which we thought was going to make everything better. Nope. We get this new Success Manager and I mention to her that we have been having an issue with our payroll being reported correctly through Service Titan and we had to do our payroll calculations through an outside software, which wasn't a big deal, it was just an extra step we were trying to avoid. After emailing back and forth and being on phone calls multiple times trying to figure out something that is incredibly simple but they couldn't seem to get their software to do the math, I receive one final phone call. The Success Manager states that she has the answer and all of our payroll problems were solved. Definitely not. She brought us down the completely wrong path and when I told her that isn't what we were trying to do we wanted it done a different way, if possible, her response is, "Well typically companies don't operate their business that way so maybe you should consider restructuring your business model." WHAT?!?! are you kidding me? We have been in business for 60 years and you are going to tell me that because YOU can't figure something out, something that is beyond simple math wise you just have to tell the software to do it for us, that we have to reevaluate our entire business model??? The least she could have done is said something like, "I don't believe our software will do that but let me see what I can do." At least that would have shown some promise.

That is just the tip of the iceberg but after the multitude of issues we have had with them trying to figure out minor problems and being told, "too bad so sad", I had to write a review. I don't want anyone else to experience what we experienced. We are paying for their wages and they continuously seem like they are trying to get us to cancel. I may be difficult at times and I am completely aware of that, but for things like that to be said regardless of how difficult anyone may be is absolutely ridiculous.

Offered about 80% of what we were looking for in the program but unluckily the remaining 20% was really important and we couldn't go without

Pros

Super easy to use

Cons

Way over price

This product would be perfect for what we need if there was a few very small adjustments and features added - Ex. Unassigned job mapping and route optimization

Pros

Very functional

Cons

VERY EXPENSIVE

Great product. I love how it tracks everything from sales, to marketing.

After using several different software's we have finally landed on one that is the most suitable fro our business. From the dispatching to the Sales numbers, Service Titan is definitely on the leading edge of the service industry.

Pros

Sales numbers, Customer surveys, Tech bios emails

Cons

There is alot to do in Service Titan, you have to figure out the best reports for yourself

Advice to Others

Don't be nervous, it is the best way to go. For the most part it is very simple to use.

Likes Best

I like the "basicness" with ServiceTitan. User friendly, quickbooks compatible. Offers everything and more.

Likes Least

I don't like the schedule part. I think each tech should be color coded and not all the same color or have a different schedule for each technician. I also do not like how information from the invoices from ServiceTitan doesn't export over to quickbooks.

Recommendations

Definitely try it first, It offers more than what we use it for.

Likes Best

This program is very intuitive in its design and has a very informative and courteous staff of technical support agents that can help find a way to make the program do just about anything you need it to. We were able to match the program to our specific needs and automate several of our other vendor programs through it. If Service Titan can't do something, they can combine with a program that can.

Likes Least

The cost is a bit higher than some of the programs we have used before, but you get what you pay for.

Recommendations

If the agents getting you started aren't willing to go the extra mile, do not get the software. There will always be problems and if the company has good support agents, you will be just fine.

Likes Best

I like that the techs can bill service calls and collect payments in the field. It's also nice that the office can see that info right away. The metrics are also very handy; you can see at a glance how the CSR's and techs are doing. We've done our own tracking using Excel spreadsheets for years; it's a huge time saver that ST does that for us.

Likes Least

For calls / projects taking multiple days, you need to create a project to schedule for multiple days; it would be nice just to copy from a previous day to the next day needed. Also, for service calls with multiple techs, we are not able to adjust the length of time that one tech is on that call without changing the length for all techs on that job. Sometimes we only need a helper for an hour or two for heavy lifting / tight spaces before they move on to another call; the dispatch board doesn't accurately reflect that.

Recommendations

Check out other service dispatch systems to find one that best fits your situation. We chose ST as it had the most of what we were looking for. Also, the staff has been incredible! We really enjoyed working with Kathy, our implementation specialist. She made the process as easy as possible and stayed on top of all aspects of switching from our old to the new ST system. She kept us on track so we could go live on our originally planned date.

Likes Best

The support and guidance that you receive and that is available to you for the transition.

Likes Least

None. This system and the support that is provided to you is first class.

Recommendations

You can't go wrong. It is one of the best systems to utilize if you want to grow your company and this system allows you to stay on top of your customers.

Likes Best

easy of use, helps to manage and show up to date numbers to help run our business and make adjustments as we work toward our goals

Likes Least

want more control of reports. I would like the ability to either link to were the numbers are coming from and/or adjust the fields I want reported

Recommendations

Back up, back up important information (Pricing manuals) as you evaluate the software's fucntions

Likes Best

The tracking features are great. You can track your advertising, your techs performance, your office CRS performance and the reporting is also great.

Likes Least

Because the software does so much the learning curve is a bit long but worth it.

Recommendations

WE have gone threw a few other programs before finding service titian and this is by far the beast we have found.

Likes Best

Almost everything is integrated into the same program. We don't need separate call tracking, marketing tracking, employee tracking. It is all right there.

Likes Least

Some of the aspects of the site and app are a bit wonky and confining. For example, the inability to upload our own documents into "Forms," a very helpful menu. In order to put our contract into that tab, we would have to destroy our formatting and use the awkward and clunky form inputting feature. Furthermore, we have no real way to delete jobs, so unless our techs go through and manually complete each one they are assigned to, even if the client didn't actually have work done, jobs show up and clutter their pages. Most of our techs have jobs on their home pages from January.

Recommendations

Even if there are issues, typically ST is great about addressing them, so this is less of a complaint and more of a suggestion, I suppose.

Likes Best

Service Titan has an innate desire to be most helpful to contractors by researching, understanding and providing critical support for contractor profitability and customer service. As a result, Service Titan is very customer-centric and quick to change and improve their product. It is not static, but constantly changing and improving.

Likes Least

With a constantly changing product, it requires continued support and training. Service Titan is very good at this, but it is something of which a new customer should be aware.

Recommendations

It is incomparable to other dispatch products as the very basis is far superior.

Likes Best

I love this software, it is amazing and the support team is as well!

Likes Least

Nothing, they continue to make it better every day!

Recommendations

It will simplfy your life and take your service to another level!

Likes Best

This program is very user friendly and the Service Titan team really goes above and beyond to adapt it to your individual business needs. Whenever I need help or have a question, I email and always get a timely response. Matthew Huber recently assisted me with some issues I was having with a new QB account and getting it in sync with Service Titan. His help has been absolutely priceless. He is very professional and knowledgeable and was very patient as he navigated me through understanding why I was having issues and how to fix them.

Likes Least

I have no dislikes with the product or the vendor. They are a very knowledgeable team and will assist you through chat, email or by phone. Very accommodating.

Recommendations

The easier the program is to use, the better results you will have. This program is not only easy to use, but can usually be adapted to your specific needs.